Impact of Service Transition on After Sales Service Structures of Manufacturing Companies

Abstract

Since globalization has changed markets and the competitive situation, services are taking up an increasingly important role for manufacturing companies. Extending the service area accordingly offers the opportunity to develop new market potentials as well as increasing long term customer loyalty. One approach that describes this development is Service Transition and the related goods-to-services continuum on which a manufacturing company moves. But the different influences and changes in the Service Transition to the individual subareas of the After Sales Service are not considered enough. The study presented in this paper shows that the effects of the changes caused by the Service Transition to the subareas of the After Sales Service vary widely. Future models dealing with the Service Transition of manufacturing companies should take these results into account. This is an appropriate way to develop and implement effective measures for the management of the Service Transition of manufacturing companies.